Voice sessions and recordings

The Voice sessions route opens the Voice Calls history view. You can filter calls by status and recording availability. The view shows the latest 200 sessions. Use it to check whether calls connected, ended normally, or need further action. This history is a tool for investigation. It does not guarantee a full transcript or a playable recording for every call attempt.

The table shows Started, Provider, Duration, Credits, Status, and Recording. The Provider column shows what ran the call. For a realtime call it shows the engine. For a combination call it shows the name of the chain, with the three models below the name. A chain that no name matches shows as Custom combination. A row keeps the engine that ran it, so a later change of provider does not rewrite the history. See Configure voice calls for the providers.

The Activity page shows the same calls in conversation context. Set its channel filter to Voice to find them, and open a session to play its recording next to the transcript. Use Voice sessions when you review call outcomes for one agent. Use Activity when you review a single customer conversation. See Activity for the call pills and the empty states it shows.

If you enabled recording for a call and the system stored the recording with content, you can play it back. Recordings are private. When you open a recording, the dashboard requests a short-lived, authorized playback link. If recording was not enabled, or if the upload or storage did not finish, a completed call can have no recording. A missing player does not prove that the caller did not connect.

Before you record customer calls, set the notice to match your jurisdiction and support policy. Limit access to teammates who need it. Do not export or share recordings without a clear reason. The history and playback controls need channel-view access. Changing voice configuration needs the separate agent-edit permission.